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How to Step up Customer Service - Shifting to Customer Experience.

Wednesday 17th October 2018
Maha Ahmad, Content Developer

There are ever increasing demands for customer expectations, and the need to surprise customers, or create the WOW factor, with innovative service delivery, has led to increased competition in customer service excellence. How do companies step up to this? In order to differentiate, companies are left confused and they end up inventing new strategies instead of knowing what the customer really wants from…

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5 Steps To Building A Culture Of Customer Service Excellence

Wednesday 17th October 2018

1. Put your employees first Yep you read right, put your employees first, not your customers. Look after your employees, treat them well and they will do the same for your customers. Happy staff means happy customers. 2. Start at the top Good customer service needs to be embedded into the DNA of your business and this means it needs to come from the top. Senior managers need to take an active interest in customer service and invest appropriately in resources to make it a success. They need to get…

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How I Gave Up Eating Meat

Monday 17th September 2018

Fear not, this isn't a blog about the benefits of going vegetarian! This is about habit change. Changing habits is hard, especially when we have been doing them for a long time. So I wanted to share with you how I went from a regular at Rib Room to loving a veggie burger. Not in the hope that you give up meat, but in the hope that you…

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11 Assessments every Executive Should Take

Thursday 16th August 2018

We're delighted to see Forbes acknowledging all of the assessments we use at FH Insights as essentials for business professionals. Here is what the members of the Forbes Coaching Council said about our favourite assessment tools - 1. StrengthsFinder "CliftonStrengths is one of the most impactful assessments I have taken in an effort to learn more about…

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In Praise of Management

Sunday 12th August 2018

We often start training programmes with a discussion on the differences between managers and leaders and we typically get responses like this - "leaders inspire and motivate and managers instruct and punish", "leaders create opportunities and managers stifle creativity", and so on. My response is that they are describing BAD managers. Often our perception of 'management' so often defaults to the negative stereotypical view. If all companies have managers then they must serve a purpose. Surely management is important otherwise why not get rid of management, allow the natural leaders to emerge and…

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The Four Domains – Frequently Asked Questions

Sunday 15th July 2018

You may have noticed within StrengthsFinder that all of the 34 themes are often represented in different colours - red, orange, purple and blue. These colours represent the 'Four Domains of Team Strength'. The colours are - Red - Strategic Thinking Themes Those with dominant themes in the Strategic Thinking keep the team focused on what could be. They are constantly absorbing and analysing information and helping the team make better decisions. Blue - Relationship Building Themes Those with dominant themes in the Relationship Building domain can provide the glue to hold a team together. They have the unique ability to help the group become much greater…

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Using the Five Dysfunctions of a Team Model to Raise the Performance of your Team

Sunday 17th June 2018

The Five Dysfunctions of a team is a model from teams expert Patrick Lencioni that helps to understand some of the common challenges faced by teams. You might recognise some of these 'dysfunctions' from teams you have worked in or are currently working in. The model works from the bottom up, and progress up the pyramid depends on solving the dysfunction below. So if you think you have a fear of conflict, the real problem is that you are lacking trust. Read on for ideas to solve your team challenges... The first dysfunction is Absence of Trust. This is at the bottom of the pyramid…

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Tips for using the GROW model

Thursday 17th May 2018

The GROW Model is a simple and effective tool that we always recommend people who are new coaching to use. GROW is a model to use during a coaching conversation to give your conversation a structure and flow. Below are some questions you can use for the GROW Model. G - GOAL What are…

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Supporting your Coaching Journey with StrengthsFinder

Sunday 6th May 2018

Self-awareness is 'the conscious knowledge of one's own character and feelings'; it is one of the fundamental elements of emotional intelligence and sets apart the mature from the naïve and enables us to engage in true learning and self-development. After all, if you don't know where you are now, how do you know where you want to get to and how you will get there? Self-awareness is the basic starting block for self-improvement. Coaching in itself is a…

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